Product Returns

The exchange and return of goods is regulated by the Law of Ukraine "On the Protection of Consumer Rights ", according to which the buyer has the right to return the goods to the seller within 14 days from the day of purchase. In case of a customer's request to return or exchange the product, contact him as quickly as possible and clarify the reason for the return/exchange of the product.

Observance of consumer rights is a mandatory condition for the operation of the online store Lviv candle factory "Krapet LTD" .

Return of goods from the buyer

The buyer has the right to return the product of proper quality (or exchange it for other), if the following terms of product return are met:

• the product does not belong to the products that are not subject to exchange and return;
• the product has not been used, is fully assembled and the integrity of the packaging has not been violated (open packaging is not considered damage to the product appearance);
• preserved factory (warranty) seals, labels and markings;
• less than 14 days have passed since receiving the goods;
• a settlement document and a warranty card are available.

The seller has the right to refuse returns if these conditions are not met .

For products  inappropriate quality other norms of the Law of Ukraine "On the Protection of Consumer Rights" apply. 

Refund to the buyer

According to the law, when returning goods, settlements with the buyer are carried out based on from the cost of the product at the time of purchase. By agreement with the buyer, you can also exchange the product for the same value or with a recalculation of the price.

Money for goods paid by card or by non-cash payment must be returned in the same way to the payer. To do this, through the personal account of the payment system, the transaction must be canceled and the funds refunded, or from the current account, based on the buyer's statement, to return the money to the payer's current account. When paying for the product in cash, the refund is made in a convenient way for the buyer, indicated by him in the application.

If the goods were prepaid, but upon receipt the buyer refused goods unilaterally without valid reasons, which led to additional expenses of the seller (paid storage, return delivery), then the refund can be made minus the amount of additional expenses of the seller.

To return money for the product, send the buyer refund application template to the card. After receiving the completed template, issue a refund to the buyer. In case of exchange for another product, record the model and cost of the new shipped product in the return application.

If the product return takes place in your store, you need to fill out an application for the return of funds to the buyer and issue the funds on the same day. If it is not possible to return the money on the same day, the payment must be made at another time as agreed by the parties, but no later than 7 days after receiving the goods and a written request for return.

Retain receipts for refunds to the buyer.

After refunding the buyer, to refund the commission write an appeal in the personal account of the seller, topic: Finances and document flow → Adjustment of the order commission. In the application:

• indicate the order number for which the return was made;
• attach a scan/photo copy of the buyer's refund receipt;
• attach a scan/photo copy of the TTN of the return or an application for the return of the product from the buyer (if the customer returned the product in the store).

After the exchange of goods, indicate in the application:

• order number for which the exchange was made;
• code and cost of the returned product;
• code and cost of the shipped product.

In case of a disputed situation regarding the return, it will be necessary to provide the following information:

• correspondence with the buyer;
• screenshots from the postal service office;
• a complete list of documentation to order.

Warranty term

This is the period during which the buyer can send to the service center or the seller defective product for repair. The warranty period must be specified in the warranty card or in another document attached to the product. The warranty period must also be specified in product characteristics.

If as a result of the buyer's warranty claim, you issued a refund or exchange, then such an order is considered completed, and no recalculation or commission refund is made for it.